Cisilion Smart App FAQ

Frequently Asked Questions

Welcome to the Cisilion Smart App FAQ page! Here, you’ll find all the information you need to make the most out of your Cisilion Smart App experience. Whether you’re looking for details on features, troubleshooting tips, or general usage guidelines, our comprehensive FAQ section has got you covered. Dive in to get quick answers to your questions and enhance your app experience with ease.

What is the Cisilion SmartApp?

SmartApp is a simple and effective method of managing and monitoring your support incidents and requests on the go. We appreciate that our clients require flexibility in today’s world when it comes to support, so being able to raise and manage support requests via the App will add significant value.

Is SmartApp secure?

SmartApp requires a password for login and will also be supported by MFA (Multi-Factor-Authentication) which will be mandatory from Monday 2ndDecember. We are providing a one-month grace period from 4th November for our customers to enable MFA.

What functionality specifically does SmartApp have?

You will have the ability to view existing support tickets raised with the Cisilion Service Centre, raise new ones, access to basic reporting and be able to manage notification preferences.

What is the Development plan for SmartApp?

We have adopted an iterative approach for SmartApp development. Continuous enhancements will be deployed as the app scales and customer feedback is provided.

Am I able to provide constructive feedback on SmartApp to make it better?

Yes! We encourage continuous feedback from our customers on the App to ensure value is iteratively enhanced. Feedback can either be provided by raising a ticket to the service centre or via your assigned CSM (for Managed customers), the feedback will then be groomed internally and if applicable added to the backlog for development.

What if I have an issue with the App?

Please log a ticket with our Service Centre via the standard methods of engagement and we’ll ensure support is provided.

How do I set up MFA?

On the 4th November, you will be prompted to set up Microsoft Authenticator as the MFA for SmartPortal. Please follow the prompt steps to enable MFA. You will have 30 days to set up the MFA before it becomes mandatory.